About: University College Hospital

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My partner had a serious fall and broke their ankle and leg in 3 places - one of the worst types of breakages one can have. The ambulance gave us a choice of the 3 nearest hospitals and I chose UCH as it is closer to our home. From the minute we arrived we received the most outstanding service. The staff were wonderful. He was seen immediately in A&E and then taken to the Ward - T10 - where he stayed for 4 nights following a very complex operation. The Doctors and nurses communicated at all times and involved us both in decisions and treated us with great respect and friendliness. I visited all day, and all the staff, from the cleaners, the porters, nurses, receptionists and Consultant were brilliant. Everyone spoke to us and the other patients and visitors by name all the time. The Consultant is World class. The Ward was very clean and bright. The staff are really happy and cheerful and work really well together. Everything went like clockwork including outpatient bookings and transport, and my partner received exceptional care - he is diabetic and was monitored constantly by the nurses. We both can't stop talking about how wonderful the staff are and how hard they work. On follow up visits staff remembered us and came up to see how he is getting along. We felt the staff really cared and were interested. At his outpatient visits it was the same - extremely helpful and friendly staff providing an exceptional service in the Fracture Clinic. My Uncle was treated in a hospital in Northumberland and my father in Newcastle, and based on their experiences I was terrified when my partner fell and we were being taken to hospital. However, UCH hospital and all the staff are a real tribute to healthcare and the NHS. Seeing how hard everyone works under great pressure, I will never hear a bad word about this hospital. It truly is state of the art and World class, offering outstanding treatment and care. Neither of us can see how he could have received any better treatment and care anywhere. As a senior manager myself I always say brilliant service comes from the top down so this hospital is definitely doing something right as all the staff seem to be part of the whole and are all determined to provide the best care. Thank you UCH - we could never repay you enough.

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Response from University College Hospital

Thank you for taking the time to write such a warming letter. I was very pleased to read the very positive feedback for the staff concerned and that the work we are doing to provide a safe, friendly and helpful environment is filtering through to those who use our services and need it most.

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